Join Boston Consulting Group as an Associate Director in Customer Service Excellence, where you'll transform client operations, mentor teams, and develop intellectual capital in a collaborative environment. Leverage your experience to drive innovation and become a recognized thought leader in the industry.
Key Responsibilities
Transform client customer service operations
Contribute to BCG’s intellectual capital
Team management and advising
Scope and structure project work
Onboard team members and guide project execution
Develop external profile and network in the industry
Required Qualifications
10-15+ years of experience in customer service leadership roles
Direct responsibility for customer service operations
Track record of driving complex transformations through technology and process innovation
Deep functional expertise with IP development
Recognized as a trusted advisor to senior executives
Expertise in operations, people, and technology challenges in customer service
Strong knowledge of digital improvement technologies
Excellent multi-tasking and strategic thinking skills
Excellent verbal and written communication skills
Strong academics from top-tier institutions
Preferred Qualifications
Consulting experience
Professional network within the industry
Industry expertise in designing customer service journeys
Building omni-channel customer service operations
Executing strategic planning in customer service
Driving cost and process optimization
Benefits & Perks
Zero dollar health insurance premiums for employees and their familiesLow copays for doctor visits and prescriptionsDental and vision insuranceGym membership reimbursementFully vested retirement contributionsGenerous paid time offPaid parental leave and family benefits